Complaints Specialist at DigiOutsource

What you’ll be doing

As part of your role, your responsibilities will include:

• Investigate in detail, all delegated complaints received within agreed SLA’s.
• Assign new complaints received via all channels daily.
• Assess, communicate, and delegate all complaints to the correct departments for feedback.
• Work in collaboration with other departments, to provide solutions and resolutions to received complaints and to ensure compliance with agreed SLA’s.
• Provide articulate, professional and customer focused responses – with first time resolution in mind always.
• Keep the internal complaints tracking tool up to date, always.
• Adhere to the outlined complaints handling processes, procedures, and recommended improvements.
• When relating to the complaints process, provide compliance and process direction to all departments, to ensure continued adherence to regulatory obligations and industry standards relating to online gambling.
• Assist with internal and external audits when requested.
• Assist with ad-hoc reporting.
• Provide feedback related to issues highlighted during the handling of complaints, as well as any policy or procedural updates, to the business.
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Degree / diploma in Law, Business Administration, Communication, Public Relations, Consumer Protection, Compliance, Risk Management, or related fields OR Minimum of 18 months experience in a Customer Service centric, Complaints Handling or Regulatory Compliance role.
• Excellent written and verbal communication skills  -  ability to write clear, professional and empathic responses
• Proficient in identifying root cause and contributing factors when conducting objective and independent investigations
• Sound judgement and decisiveness

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Knowledge & exposure to compliance, risk and fraud, and responsible gaming practices
• A solid understanding of sportsbook and casino related queries
• Ability to differentiate between Compliance vs Commerciality
• Working knowledge of Excel
• Process writing